KOGI STATE
Faculty of Management Sciences
Journal of MANAGEMENT
ISSN: 3212 - 3122
INFLUENCE OF SOCIO-DEMOGRAPHIC FACTORS ON THE PERCEPTION OF AUTOMATED TELLER MACHINE SERVICE QUALITY IN IKEJA, LAGOS STATE
Patrick, K. A. Ladipo; Salome, O. Ighomereho; Ayodele Oniku & Ismail, T. Arebi
Abstract
Service quality has emerged as a strategic factor which contributes to the success of e-channels. It has also become a major issue in the delivery of e-banking services especially Automated Teller Machine (ATM). To deliver quality services electronically, there is need to understand the perception of customers regarding the quality of services and the way customers evaluate them. To this end, the study examined the influence of socio-demographic factors on the perception of ATM service quality in Ikeja, Lagos State. The data were collected by means of questionnaire from 216 bank customers who use ATM in Ikeja, Lagos State. General Linear Model, t-test and Analysis of Variance (ANOVA) were employed to analyze the data. The results indicate that age, education and income influence the perception of ATM service quality. It was also found that there are differences in the experience of convenience and responsiveness dimensions of service quality among ATM users but there are no differences with respect to reliability and fulfillment. The findings suggest that there is need to develop customer-related strategies that can fulfill customer expectations of ATM based on their socio-demographic characteristics
Keywords
service quality, perception, socio-demographics, experience, e-service.
Full Article
UNIVERSITY, ANYIGBA
